13998 – Project Leader (ITSM Process Administrator) (Onsite) – Boca Raton, FL
Start Date: ASAP
Type: Temporary Project
Estimated Duration: 12+ months with possible extensions
Work Setting: 100% of the time at the Client’s site. No telecommuting or remote work. This is a non-negotiable requirement from the client.
Only candidates able to relocate as required should apply to avoid removal from future consideration.
Required:
• Availability to work 100% of the time at the Client’s site in Boca Raton, FL (required);
• Experience in project management (2+ years);
• Experience in successful project delivery in IT Service Management environments;
• Experience in planning, coordinating, and documenting changes within complex IT environments. Must demonstrate a strong grasp of risk assessment, change evaluation, and post-implementation review processes;
• Experience in incident detection, prioritization, and resolution with the ability to minimize business impact through efficient response and escalation procedures;
• Experience with problem analysis, root cause identification, and long-term remediation strategies. Capable of driving proactive measures to prevent future incidents and problems;
• Experience identifying opportunities for process enhancement across all three frameworks;
• Experience leading process reviews and implementing improvements that result in measurable service quality gains;
• Experience utilizing the ServiceNow platform to manage and optimize IT Change, Incident, and Problem Management workflows;
• Experience leveraging ServiceNow's capabilities for process automation, reporting, and integration with other IT service management tools.
Responsibilities include but are not limited to the following:
• Supports the execution and continuous improvement of IT Change, Incident, and Problem Management processes in alignment with ITIL best practices and organizational standards;
• Assists with incident and major incident coordination by tracking issue progress, facilitating communication, and supporting timely service restoration efforts;
• Maintains and updates ServiceNow records for incidents, changes, requests, and problems to ensure data accuracy, proper workflow transitions, and SLA compliance;
• Monitors ITSM process performance metrics and prepares routine reports to help identify trends, risks, and opportunities for process improvement;
• Collaborates with cross-functional IT teams to analyze existing workflows and implement approved process enhancements under project leadership guidance;
• Provides training support and documentation to help IT teams follow updated procedures and best practices for Change, Incident, and Problem Management;
• Follows established governance, approval paths, and configuration standards within ServiceNow to ensure consistent and controlled service delivery